Everyone is welcome at Handshake. We know diverse teams build better products and we are committed to creating an inclusive culture built on a foundation of respect for all individuals. We strongly encourage candidates from non-traditional backgrounds, historically marginalized or underrepresented groups to apply.

Handshake is looking to bring on a Content Moderation Specialist (contract) to provide support to our employer, student, and career services users. This role is a 3 month contract with the possibility of contract extension upon evaluation of fit for the role and company needs. If you are resourceful and attuned to detail, love to research and feel comfortable with data entry - this is the role for you!

You will be helping verify new employers on the platform. You will work closely with our Support Team to provide efficient and effective support and contribute to an overall seamless experience for users. As an advocate for our career centers, students, and employer users, you’ll improve the Handshake user experience and make an impact on our mission to democratize opportunity.

Your Role: 

• Contribute 40 hours per week during a predetermined schedule (Monday-Friday, Tuesday-Saturday, or Sunday-Thursday) by evaluating new employers on our platform. Your day-to-day will consist of: 

  • 90%: New employer tickets, ~60/day. Agents are expected to meet their weekly equal % of queue goal.

  • 5%: attending team meetings (1-3 per week) 

  • 5%: completing administrative tasks (emails, checking daily announcements, training, etc.)

• Use app demo environments, troubleshooting tools, help center, team communication channels, and internal documentation systems to find the quality answer for a wide range of users 

• Maintain a standard level of excellence in regards to response times, resolution times, and the quality of the customer support experience 

• Be both a content moderator and an experienced consultant for users of the Handshake platform 

• Utilize internal tools to manage issues between Customer Support, Customer Success, Product, and Engineering 

Your Experience: 

• Location: if working from home, you must be located in AZ, DC, CA, CO, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, or WI.

• 1+ year in a Content Moderation role

• Technical Aptitude: Ability to learn technical tools and concepts quickly

• Teamwork: Connects with teammates and actively builds a sense of community on Support and with other teams. Collaborates with manager and team on daily or weekly guidance on ticket workflows and prioritization.

• Communication: Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language. 

• Results oriented and ownership: Ability to maintain or exceed ticket and quality goals. High level of self accountability and integrity for processes and metrics. 

• Passion for the problem: Desire to help give people the chance to build the career they want, no matter where they're from or what school they attend

• EQ: A strong sense of empathy with users of our products 

• Critical Thinking: High attention to detail and ability to troubleshoot with limited information and a clear plan of action. 

• Expertise and Curiosity: Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge. Isn’t afraid to do independent research on third party tools and systems to find answers.

• Growth Mindset: Positive, eager to learn, utilizes resources, takes and gives feedback, connects with support team and key cross team stakeholders.

• Diversity and Inclusion: Eagerness to contribute to and help build a diverse and inclusive team and exhibit these values internally and externally with customers or users.

• Coverage: Can provide a regular schedule to provide consistent assistance to users. Based in the U.S. and is not a current student. 

Bonus Areas of Expertise:

• Relevant experience in cross - functional communication or close partnerships with various teams (Success, Sales, Product etc).

• Previous experience working in an Enterprise SaaS Customer Support team at a fast-paced tech company or customer focused position involving technical knowledge of a company's products and services.

• Looker, or Microsoft Excel experience

• Trust & Safety or other Fraud experience

Compensation Range:

Remote: $23 per hour

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

About Us:

Handshake is the #1 place to launch a career with no connections, experience, or luck required. The platform connects up-and-coming talent with 750,000+ employers - from Fortune 500 companies like Google, Nike, and Target to thousands of public school districts, healthcare systems, and nonprofits. In 2022 we announced our $200M Series F funding round. This Series F fundraise and valuation of $3.5B will fuel Handshake’s next phase of growth and propel our mission to help more people start, restart, and jumpstart their careers.

When it comes to our workforce strategy, we’ve thought deeply about how work-life should look here at Handshake. With our Hub-Based Remote Working strategy, employees can enjoy the flexibility of remote work, whilst ensuring collaboration and team experiences in a shared space remains possible. Handshake is headquartered in San Francisco with offices in Denver, New York, and London and teammates working globally. 

Check out our careers site to find a hub near you!

What We Offer:

At Handshake, we'll give you the tools to feel healthy, happy and secure.

• 💰Equity and ownership in a fast-growing company.
• 🍼16 Weeks of paid parental leave for birth giving parents & 10 weeks of paid parental leave for non-birth giving parents.
• 💝Comprehensive medical, dental, and vision policies including LGTBQ+ Coverage. We also provide resources for Mental Health Assistance, Employee Assistance Programs and counseling support.
• 💻Handshake offers $500/£360 home office stipend for you to spend during your first 3 months to create a productive and comfortable workspace at home.
• 📚Generous learning & development opportunities and an annual $2,000/£1,500 stipend for you to grow your skills and career.

(US Handshakers)

• 🏦401k Match: Handshake offers a dollar-for-dollar match on 1% of deferred salary, up to a maximum of $1,200 per year.
• 🏝All full-time US-based Handshakers are eligible for our flexible time off policy to get out and see the world. In addition, we offer 8 standardized holidays, and 2 additional days of flexible holiday time off. Lastly, we have a Winter #ShakeBreak, a one-week period of Collective Time Off. 

(UK Handshakers) 

• 🏦Pension Scheme: Handshake will provide you with a workplace pension, where you will make contributions based on 5% of your salary. Handshake will pay the equivalent of 3% towards your pension plan, subject to qualifying earnings limits.
• 🏝Up to 25 days of vacation to encourage people to reset, recharge, and refresh, in addition to 8 bank holidays throughout the year.

For roles based in Berlin, Spain, and Romania: Please ask your recruiter about region specific benefits.

Benefits above apply to employees in full-time positions.

Looking for more? Explore our mission, values and comprehensive US benefits at joinhandshake.com/careers.